Evaluation of the implementation of CRM in developing countries

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Managing relations with customers has been a main concern for business organisations from different sizes and fields. Such a concern has grown rapidly in the last few decades for a number of reasons such as the development of new technologies especially in the field of information technology (IT). Customer Relationship Management (CRM) is a newly emerged concept in the fields of IT and business that aims to strengthen the relationships between an organisation and its customers. Despite the promising expectations of implementing such a concept by many organisations, a significant number of CRM projects fail or result in disappointing outcomes that fall far short of expectations. This motivated researchers and practitioners to study the sources of failure and the factors of success in CRM implementation. Although CRM existed first in western organisations, it has spread almost all over the world as an increasing number of firms are implementing or planning to implement CRM. This research designed an integrated framework for investigating and evaluating the implementation of CRM in developing countries. The design of this framework was based on previous studies in the field of CRM implementation especially in the area of studying CRM success and failure. It is also based on the common sense and knowledge of the researcher in the field of CRM. To help identify successful implementation of CRM and to provide organisations with a guide to implement CRM projects, the research reviewed and organised the literature on CRM success and failure as well as the previous studies in CRM frameworks. Subsequently, the research designed a framework for CRM implementation that integrates CRM implementation phases/stages, CRM components, and CRM success factors. To assess the feasibility of the framework in developing countries, the research developed in-depth case study methodology that focused on two large communication companies which operate in Saudi Arabia and are implementing CRM projects fully and partially. The questions of the case study were developed to assess the feasibility of the framework based on the comparison between the conceptual framework and the practical implementation of CRM by the case companies, and the case study protocol was developed accordingly. Data was collected through multiple sources such as in-depth interviews, observations, documentations and archival records. The results of the case study support the feasibility of the framework in implementing CRM in general. The assessment stage was highly supported by the results. In addition, the success factors and their importance in implementing CRM were supported by the results with variation of importance of the success factors. However, cultural issues were significant to the CRM implementation and required modification to the framework to be more effective when implemented in developing countries

MODEL-MODEL STRATEGI BELAJAR MUFRADAT MENURUT TEORI OXFORD DI PONDOK PESANTREN PUTRA AL-MUNAWAROH NGEMPLAK JOMBANG

Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis strategi memori dan strategi kognitifmodel Oxford dalam proses belajar kosakata bahasa Arab (mufrodât ) di pondok pesantren putraal-Munawaroh Ngemplak Jombang. Pendekatan penelitian ini adalah pendekatan kualitatif denganjenis studi kasus. Penelitian ini menggunakan teknik observasi dan wawancara sebagi teknik pengumpulandata dan teknik analisis interaktif sebagai teknik analisa data. Hasil dari penelitian ini yaitu pertama,macam-macam strategi memori model Oxford dalam belajar kosakata bahasa Arab (mufrodât) dipondok pesantren putra al-Munawaroh Ngemplak Jombang meliputi : pengelompokan kata,asosiasi makna kalimat, Membuat kalimat (jumlah mufidah), tikrar mufradat secara berkala,memperagakan makna mufradat ( tamtsilul makna), kedua macam-macam penggunaan strategi kognitifmodel Oxford dalam belajar kosakata bahasa Arab (mufrodât) di pondok pesantren putra alMunawaroh Ngemplak Jombang meliputi : menirukan berulang-ulang, mencari makna kata dikamus, menerjemah makna kalimat, mencatat mufradat, memberi tanda khusus dan menggunakanmufradat dalam percakapan

Kompetensi Multikultural Konselor pada Kebudayaan Suku Dayak Kalimantan Tengah

The aim of this research is to comprehend multicultural competency of counselor in Dayak tribe in the Middle Kalimantan with etnography type. The data analysis that used is data and analysis triangulation towards culture theme.  Accordingly, the culture values of Dayak ethnic that reflects on Huma Betang filosophy consists of four main values, they are togetherness, honesty, equality and tolerance. They are aimed to actualize society life of the Middle Kalimantan that full of peace, safety and harmony. Counselor absorps the culture values to actualize multikultural competency on counselor

Output Convergence and the Role of Research and Development

We ask whether failure to control for research and development (R&D) activity in an output convergence regression affects the coefficient estimates of initial output. We focus on output convergence to an economy's own steady-state growth path using time series regression framework and convergence across economies using panel estimation. We use data for the 30 member countries of the Organization for Economic Co-operation and Development (OECD) and US state-level real per capita output and per capita patents. The results indicate that after controlling for R&D activity the coefficient estimates increase in magnitude (in absolute terms) and in significance levels. Furthermore, the results are not sensitive to the dataset used or the estimation procedure

Ricardian Equivalence: Evidence from South American Countries

This study deals with the intergenerational effect of national debt. We try to find out whether the government deficit incurred today has any adverse effect on the generations to come. More specifically, this study tests the notion that any deficit acquired by the government today is offset by the private sector by reducing their consumption and increasing their savings to pay for the debt some times in the future. Since the time horizon for the government is longer than that of the private agents, the private agents altruistically bequeath what they have saved along with interest earned to their offsprings. This study empirically verifies the debt neutrality hypothesis for several South American countries for which workable data were available. The results do not support the debt neutrality hypothesis and show that economic agents consider government bonds net wealth affecting their consumption in a positive way

A Critical Look at the Use of Group Projects as a Pedagogical Tool

In business schools across the U.S. one of the most common pedagogical tools is the use of groups and group projects. “Passive” instruction, i.e., lecture only, is considered to be an inferior mode of teaching. It is suggested in this paper that the use of group-based projects as pedagogical tools should be reconsidered. Because of the difference in the “number” of games played in a real work environment versus in the classroom setting, and the knowledge thereof, the problem of free riding in a classroom setting intensifies. Relatively less motivated students end up getting higher grades at the cost of lower grades for industrious students

The Inflation and Output-Gap Tradeoff Debate Revisited

In this study we use four different measures of the US output to test the hypothesis of positive correlation between output-gap and wage inflation using the Phillips curve type models. We measure output gap using a constant natural level of output as well as the Kalman filter where natural level of output changes over time. Using the total real GDP or the service sector data the results did not support the hypothesis. However, we found an overwhelming evidence of positive correlation between output gap and wage inflation in the case of durable goods industries. Our results suggest that the requiem of Phillips curve may be premature

A Panel Data Analysis of the Lucas Hypothesis

In this study we have attempted to verify one of the implications of the Lucas (1973) hypothesis using two-digit industry-level panel data for the U.S. Manufacturing Sector. The hypothesis states that the higher the nominal demand volatility, the lower will be the impact of nominal changes on real variables. Unlike other studies, we use disaggregated panel data for nineteen industries, which are scattered throughout the country, and are subject to the same fiscal and monetary shocks. Another unique feature of this study is the use of price level data at the two-digit industry-level. As opposed to the use of overall price level data, which is common in the literature, we make use of the price level data at the two-digit industry-level. The results of our study support the Lucas hypothesis. Industries with low relative demand volatility transmit the effects of nominal demand shocks exclusively to output and industries with high relative volatility pass on the shocks directly to prices. Finally, we tested for the relation between the real impact of the nominal aggregate disturbances and the relative volatility of industry demands. Our results show strong negative relation between them. That is, the higher the nominal demand volatility facing an industry, the less its impact would be on real output

PRECISION POLISHING DYNAMICS: THE INFLUENCE OF PROCESS VIBRATIONS ON POLISHING RESULTS

The optical pitch polishing process has been used over 300 years to obtain high quality optical surface finish with little subsurface damage. A pitch tool consists of a metal platen coated with a layer of polishing pitch whereby pitch is a highly viscoelastic material. In polishing the workpiece is rubbed against the tool while abrasive slurry is supplied in between them. During polishing the workpiece is subjected to process vibrations, whereby be these vibrations are generated by the machine itself due to moving parts, or that are transmitted from the shop floor through the machine to the workpiece. To date, little is available in the public domain regarding the role of process induced vibrations on polishing outcomes. This research investigates such vibrations, how they transfer through the pitch layer on the tool, and ultimately how they affect the material removal rates and surface finishes obtainable on fused silica workpieces. Fundamental understandings with respect to the process vibration will reduce the heuristic nature of pitch polishing and generate deterministic polishing outcomes. Key findings include the following. The pitch selection has little influence on the magnitude or range of process vibrations transmitted through the tool to the workpiece in the 1 Hz to 16 kHz range. Within the same frequency bandwidth the recorded process vibrations are in the range of 0.2 to 10 nm and the main factors found to affect their magnitude include; the polishing machine itself, process speeds, and the use of passive damping materials in the tool construction. Material removal rates and surface finishes obtained on fused silica workpieces were found to be sensitive to the extent of the process vibrations. Up to 30% changes in the material removal rates were observed with increasing vibrational magnitudes. The higher level vibrations were also found to have a negative impact on the finishes obtained in the lower spatial domains. Additional testing on a specifically made test-bed demonstrated a linear correlation between the material removal rates and the vibrational power input. This relationship was further explored by adding external vibrational sources to an existing machine, and as expected the increased vibrational power resulted in 80% higher material removal rates. The results from this experimental work facilitated Dr. Keanini’s development of a vibrational based material removal model. Additional polishing tests combined with surface topography analysis of both hard and soft pitch tools demonstrated the robustness of the proposed model to accommodate the influence of different pitch grades. The summary in general is that in pitch polishing the process vibrations are important to monitor and control for process optimization

What Explains R & D Efficiency Differences across U.S. States

In this study we use data envelopment analysis to calculate relative efficiency indices of states with regard to the use of research and development (R&D) funds. Then we use regression analysis to explore the contributing factors to the observed efficiency differences. Our estimates indicate that number of firms, and college and university enrollment ratios have significant impact on how efficiently a state uses its R&D funds. Regional factors also play an important role in an efficient use of R&D funds (O31; O5)